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Consumer Services Specialist III

Company Name:
MAXIMUS (MAIN RECORD)
Accesses, reads, and interprets data elements on all applicable MAXIMUS, NY HBE, and systems to provide support, resolve inquires, and educate callers.
Provide assistance to consumers seeking health care coverage including providing information on financial assistance programs and public health care programs
Process applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, and interpreting of determinations made by the NY HBE system
Process enrollments into QHPs, plan changes, and disenrollments
Processing of life events and special enrollment periods
Assist Brokers and Navigators with inquiries and eligibility and enrollment issues as appropriate.
Accesses, reads, and interprets data elements on all applicable MAXIMUS, NY HBE, and systems to provide support, resolve inquires, and educate callers.
Provide assistance to consumers seeking health care coverage including providing information on financial assistance programs and public health care programs
Process applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, and interpreting of determinations made by the NY HBE system
Process enrollments into QHPs, plan changes, and disenrollments
Processing of life events and special enrollment periods
Assist Brokers and Navigators with inquiries and eligibility and enrollment issues as appropriate.
Transfer/referrals of calls to appropriate entities including in-person assisters, LDSS staff, issuers, other consumer support resources, and Small Business Health Options Program (SHOP) Service Center specialists
Perform co-browse interactions with consumers seeking assistance with the application process via the NY HBE Portal
Assist customers including prospective enrollees and people assisting enrollees or acting on their behalf, via the phone and web in accordance with all Department of Health (DOH) and MAXIMUS performance standards, policy and procedures, and protocols.
Assist in explaining plan enrollment options including but not limited to covered services, participating providers, and cost.
Provides information and direction to callers regarding web-based, mail-in and telephone application/renewals, and other programs as applicable
Associates or Bachelor's degree from an accredited college or university and/or previous experience in customer service
Preferred qualifications include two years of experience in a health or human services field dealing with the public in a Contact Center environment
Proficiency in using computer systems including but not limited to web-based systems
Excellent organizational, interpersonal, written, and verbal communication skills
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Ability to successfully execute many complex tasks simultaneously
Ability to work as a team member, as well as independently
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer
Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of MAXIMUS are encouraged to apply.
Date: 2014-05-02
Country: US
State: NY
City: Albany
Postal Code: 12211
Category: Customer Service/Support

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